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The first room I was assigned had been smoked in... - Review of Hilton Garden Inn Austin/Round Rock

The first room I was assigned had been smoked in, in spite of the hotel having a no smoking policy. Can't really blame the hotel for guests who violate policy, but it would have been nice if they had noticed and not assigned me that room. The next room I was assigned also had an unpleasant odor, not smoke this time but a chemical smell, maybe from the carpet? I am admittedly sensitive to smells, and I suffer from asthma, so this was a bigger problem for me than it would be for most people. But in spite of the friendliness of the staff, I won't be staying at this particular location again.

Stayed July 2013, traveled on business

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HGIRoundRock, General Manager at Hilton Garden Inn Austin/Round Rock, responded to this review,
July 25, 2013

I am very sorry to hear about your experience with odors at our hotel and will do everything we can to remedy the problem. Thanks for taking the time to comment on your stay. We appreciate your feedback.

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I was disappointed that this is the only HGI I have ever stayed that did not have a restaurant for dinner. I stay in hotels about 15 nights a month. The front desk person did not seem to care about the guest, and made no effort other than tell me to go across to a steakhouse in walking distance. The steakhouse was loud, and did not have healthy fare. The mattress on the bed was so worn there was a divot where I would fall in.

Stayed June 2013, traveled on business

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HGIRoundRock, General Manager at Hilton Garden Inn Austin/Round Rock, responded to this review,
June 26, 2013

We are sorry we were not able to provide you with the quality of services you deserve. This is not typical of our hotel and staff, and we are always looking for ways to improve our customer experience. Your satisfaction is very important to us and we try hard to make sure all of our guests have a rewarding stay. Thank you again for your feedback and we hope you will consider staying with us again

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I arrived with a co-worker who did not make reservations and no rooms available. Staff took him name went for drinks and within an hour called having a room for him. Great customer service. I also mentioned i was staying at the Hilton in Houston he said that it was a VERY nice location i was going to. Thank you it was!

Stayed June 2013, traveled on business

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HGIRoundRock, General Manager at Hilton Garden Inn Austin/Round Rock, responded to this review,
July 25, 2013

Thanks for taking the time to let us know how we did. I am glad that we were able to accomodate your additional guest. Thanks for choosing us when in Round Rock and thanks for being a loyal Hilton customer!

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Our first stay at a Hilton Garden Inn, and we came as a group of 11 rooms. Initial reservations went great, but something went south. After one employee almost made a bad situation a disaster, the manager stepped up and turned a potential meltdown into a 5 star experience. It's not often that you can overcome a bad taste and get back the across the board "Excellent" rating, but they did a great job. The overall experience may have won me over to make HGI my go-to destination. Clean. Comfy bed. Great customer service across the board (well, minus 1).

Stayed June 2013, traveled with friends

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HGIRoundRock, General Manager at Hilton Garden Inn Austin/Round Rock, responded to this review,
July 25, 2013

Thank you for your review of our hotel. It makes me very happy to see that our team was able to turn a bad situation into a positive experience for you and your group. Your comments will be shared with everyone. Thank you.

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The staff here are really professional and helpful, and the room was clean, quiet and comfortable. We were in town for a Round Rock Express game, and this was a very convenient location ... we are glad we chose to stay here. There is a Chuy's Restaurant across the parking lot that was outstanding. The Hilton Garden Inn breakfast was good, but these hotels seem to struggle with what they offer ... is it a buffet? ... is it "cook to order"? Part of the breakfast is prepared by a cook, but the remainder you take care of yourself. Overall, this is a very nice place located in a good location just off I35.

Stayed June 2013, traveled as a couple

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HGIRoundRock, General Manager at Hilton Garden Inn Austin/Round Rock, responded to this review,
July 25, 2013

Thanks for taking the time to review your stay with us. We think we have one of the best locations in Round Rock partly because of the fantastic restaurants we are neighbors with. Thanks again for your comments.

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Dirty, Stinky, Run Down feeling. I feel that the place needs a complete makeover. Being in the room made me feel dirty & the beds were very uncomfortable.. The lady at the check in counter seemed a little intense, not offering a warm welcoming that you expect.

Stayed June 2013, traveled on business

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HGIRoundRock, General Manager at Hilton Garden Inn Austin/Round Rock, responded to this review,
June 13, 2013

Thank you for your feedback of your recent stay with us. I understand that you encountered an opportunity with the cleanliness of your guest room, I sincerely apologize for this. This is one of the areas that we are very vigilant in to ensure comfort and satisfaction for our guests. I'm so sorry that we were unable to meet expectations and based upon your review I am actively participating with our housekeeping staff to ensure this does not happen again. I hope that if your travels bring you back to the area that you will consider staying with us again. Thank you again, I appreciate your honest feedback.

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We traveled to Austin for a good friends wedding which coincidentally ended up being a great big friend reunion for us, as everyone is dispersed throughout the country. The bride arranged for everyone to stay at the Hilton Garden Inn Round Rock the night of the wedding. I normally don't even leave reviews, but they were so incredibly accommodating with our very large group that I thought it was an exceptional customer service experience. Well done. I would definitely recommend this location to anyone.

Stayed May 2013, traveled with friends

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HGIRoundRock, General Manager at Hilton Garden Inn Austin/Round Rock, responded to this review,
June 13, 2013

Thank you for taking the time to comment on your stay. We love our wedding groups!

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Our Hilton Garden Inn Austin/Round Rock hotel is stylish and sophisticated, offering you easy access to the Round Rock shopping outlets. We offer complimentary WiFi and cooked to order breakfast to help you feel right at home....more less

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Also Known As:

Hilton Garden Inn Austin/Round Rock Hotel Round Rock

Hilton Round Rock

Round Rock Hilton

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